-

2

Medical dispute

2

(ADR)?

http://www.dailymail.co.uk/news/article-2920009/Accountant-snapped-shot-dead-heart-surgeon-blamed-death-beloved-mother-three-years-wrote-John-Kerry-anger-8-000-hospital-bill-father-s-death.html

2013817!12161950

305

305

305

3

(ADR)

4

/

761451005663.966.81%78.96%

4

http://synergytek.com.tw/blog/2013/05/27/wipo%E8%AA%BF%E6%9F%A5%E9%A1%AF%E7%A4%BA%E7%A7%91%E6%8A%80%E7%B4%9B%E7%88%AD%E8%A8%B4%E8%A8%9F%E8%8A%B1%E8%B2%BB%E9%AB%98%E6%98%82/5

6

6

~

9

!!

(Risk Management)

Quality Assurance)

13

:

14

(Patient Safety) 1. 2. 1. 2.

14

Waiting for Superman waiting some more still waiting15

Why does mediation work?

/17

371(Alternative Dispute ResolutionADR)1.2.3.4.1.2.3.4.??1.20092.20111100

17

??

19

19

~ (IHM)

IHM()

Good mediatorsComplete information on all sidesComplete understanding of the processGood Situation Monitoring SkillsGood communication skills Conflict management/ resolution skillsEmpathy Impartiality Confidence Patience

ReframingMeans considering an issue from many different aspects

Key Reframing SkillsReframing requires that the change practitioner be willing and able to do five things:

Address the context as well as the content of interpersonal communications.Redefine the other persons FOR in a way that sheds positive light on the successful implementation of the change at hand.Reset the persons priorities.Respond effectively when the person reacts tothe reframing attempt.Confront the person with the real price it takes to achieve success.See more at: http://www.connerpartners.com/frameworks-and-processes/the-basics-of-reframing#sthash.YJAkfhhL.dpuf

http://www.connerpartners.com/frameworks-and-processes/the-basics-of-reframing

Turn the picture counter-clockwise 90 degrees to see the image of a horse head. - See more at: http://www.connerpartners.com/frameworks-and-processes/the-basics-of-reframing#sthash.OZVbPuSu.dpuf

23

?:!

24

Truth VS True (Fact)

PSP

Good mediatorsComplete information on all sidesComplete understanding of the processGood Situation Monitoring SkillsGood communication skills Conflict management/ resolution skillsEmpathy Impartiality Confidence Patience

31

Components ofSituation Monitoring:

31Systems monitoring includes tracking internal systems components (e.g., human resources and equipment), environmental conditions (e.g., number of OR rooms available, or status of other patients on the unit). Teams working in dynamic environments need to monitor and assess internal and external systems, allowing identification of changes that can impact tasks and/or the final goal. Team monitoring refers to the process of observing, or cross-monitoring, the actions of fellow teammembers in an effort to identify errors, performance discrepancies, and areas in which another membercan provide support.1-3 Support encompasses feedback, coaching, performing back-up behaviors, andassuming or completing task work for another member.Monitoring progress towards the goal refers to assessing the status of the teams taskwork in relation toachieving the goal. This type of information allows the team to continually assess the plan of care, theneed for additional resources, and whether the established goals are being met my the team.

The environment directly affects the quality of care delivered. Is the needed equipment present? Is there enough staff to tend to all the residents? The environment can change quickly and dramatically, and teams must be able to adapt to the dynamic nature of the situation. When assessing the environment, consider the following:Facility InformationAdministrative InformationHuman ResourcesAcuity of Residents and Team Members AssignmentsEquipment Status

31

Good Situation Monitoring SkillsIPIIssues ()Positions ()Interests ()

(//)

,,

I = P=IPIIIIPPPPPII

34

84913920919 eltroxin

IPIP A

120131108

84

84913920919

eltroxineltroxin

11

5()() 36

11

,

STEPIPI

,

Questions? Comments?

Email: yuehping@ntuh.gov.tw